← Back to Products
Energy & Utilities: Key Performance Indicators (KPIs) and Quality Standards
COURSE

Energy & Utilities: Key Performance Indicators (KPIs) and Quality Standards

INR 59
★ 0.0 Rating
📂 Industry Enablement for IT

Description

Defines and applies KPIs, performance measurement, benchmarks, and quality standards (like ISO, Six Sigma, ITIL) for the utility sector.

Learning Objectives

Develop and deploy performance and quality management frameworks, set and monitor KPIs, ensure performance, regulatory, and customer service quality in utility processes.

Topics (6)

1
Customer Service Quality Metrics

NPS, CSAT, first contact resolution, escalation rates, online support analytics.

2
Strategic Performance and Transformation Metrics

Strategy process, digital transformation metrics, ESG KPIs, and evolving performance standards.

3
Defining Utility Sector KPIs and Metrics

Availability, reliability, SAIDI/SAIFI, outage metrics, customer satisfaction scores.

4
Quality Standards and Benchmarking for Utilities

ISO 9001, Six Sigma, process audits, continuous improvement, ITIL in customer support.

5
Continuous Monitoring and Reporting

Dashboarding, digital reporting, real-time analytics, compliance monitoring.

6
Regulatory and Audit-Based KPIs

Performance compliance, regulatory filings, audit metrics, and improvement recommendations.